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How can we help?


Why hasn’t my top-up appeared?

If you think a payment may not have been registered on your pay-as-you-go (PAYG) system, please check your PAYG meter display to see if the credit has been applied. If it hasn’t, please follow the below instructions for Guru Hub II, Guru Hub I, and Secure PAYG systems.

If you are a KURVE customer and received an email receipt following payment but it still hasn't appeared on your account after one (1) hour, please get in touch with our helpdesk and we will investigate this for you.

Guru 2

Please read the below instructions or watch this video: 

1. Press 'Enter Code' on the hub:

2. Use the numeric keypad to enter the 20-digit top-up code from your payment receipt. 

3. Once you have typed the code, press 'Enter' and then hub will confirm the new balance, you may receive an error message at this stage but if you return to your home screen the top up will have applied. 

Guru 1

1. Press 'Top Up' on the hub:

2. Use the numeric keypad to enter the top up code:

3. Return to the main screen and you will see your balance

Secure Pipit 500

1. Enter the 'Account' menu, then press 'Top Up':

2. Use the numeric keypad to enter the 20-digit top-up code:

3. Your balance will now be updated.

If you have not received a top up code on your payment receipt, please contact customer services via our ‘Contact us’ page. Our team will be able to provide you with your top up code.

How do I submit a manual meter reading if required?

If we are unable to obtain an actual reading from your meter and you have received an estimate bill as a result, we may ask you to provide us with a manual meter reading.

To do this you can submit your reading along with a photograph of your heat meter showing the latest read via our ‘Submit a meter read’ form.

Your heat meter can be found either inside or near your Heat Interface Unit (HIU), which is normally located within the utility cupboard. Some examples of what your heat meter may look like can be found below.

If you have a combined heating & hot water and cooling meter, you will be able to see your usage for both on the same meter.

Your meter may also display your energy consumption in megawatt-hour (MWh). If this is the case, please times your meter read by 1000 to convert it into kilowatt-hour (kWh) when submit your manual meter reading. This is because the bills we issue are based on kWh. For example, if your meter reads 0.123MWh, you would submit 123 under the 3 digits part of the form because 0.123MWh x 1000 = 123kWh.

Sometimes your energy meter may be located in a communal area, outside your property. If you need any help locating your energy meter, please contact your internal maintenance team. Please note, Insite Energy is not responsible for the installation or operation of your heat meter.

Why are you sending me to a different payment website?

Our customer portal, my insite, is a secure platform where you can pay your monthly bills if you are on credit billing, top-up your PAYG account, view your payment history, and access your account information. 

Once you have registered online, you will be able manage all your payments to Insite Energy at the click of a button.

How do I set up a standing order?

If you are on credit billing and would like to make regular payments onto your account without setting up a Direct Debit, you can set up a standing order.

A standing order is an agreement with your bank to pay a fixed amount to another person or business at regular intervals; whether that’s weekly, monthly, quarterly or yearly.

To set up a standing order to Insite Energy, you will need to contact your bank; either in person or through your online banking.

They will ask you for the name of the company you wish to pay, the sort code and account number of that company, as well as asking for a payment reference to accompany the standing order.

You will need to provide the below information when asked. Your 8-digit account number can be found on the top right corner of your bill.  

Bank: Lloyds Bank

Company Name: Insite Energy Ltd

Sort Code: 30-84-84

Account Number: 28037660

Reference: [Your Insite Energy account number]

When will I receive my bill?

If you’ve been signed up for monthly billing by your heat provider, you’ll receive your first bill from us after you’ve been in your home for more than a full month. You’ll normally receive your new bill within the first week of every month after that.

If you’ve been in your home for two months or more and still haven’t received a bill from us, please contact us to make sure we have the right information about your home.

Why can’t I set up an online account?

If you’re having difficulty setting up an online account with Insite Energy, please speak to a member of our team. You can find the dedicated support number for your building by searching for your address on the 'My development' page. You can also contact us at anytime via our 'Contact us' page.

A payment did not appear on my bill.

It can take up to 14 days for a payment to be processed, if you made a payment within 14 days of the issue of your latest bill it should appear on your next Bill. If you have any concerns, please contact us.

Insite Energy, Studio 4 Stuart House, St John’s Street, Peterborough, PE1 5DD

Insite Energy is registered by the FCA for anti-money laundering.